SBI Recruitment 2022

● Post qualification experience of minimum 10 yrs with at least 5-7 yrs experience in running Digital Transformation/Change Management projects across large and complex accounts in the customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) companies (preferred), global e-commerce, etc.
● Deep knowledge of contact centre fundamentals, service excellence, and client management.
● Excellent communication skills,
● Strong team management skills
● Knowledge of Digital deployment of applications through call centres

● Post Qualification experience of minimum 5 yrs. with at least 2 yrs experience as Program Manager across Customer service BPO domain or in captive centres of Banking Financial Services and
Insurance Sector (BFSI) (preferred), global e-commerce, etc.
● Experienced in identifying process gaps and measuring Key Performance Indicator (KPI)
● Managing projects for customer journeys
● Designing customer journeys
● IT service Management workflow configurations
● Hands on experience in configurations for Event management & Information Technology Infrastructure Library (ITIL) standards

Experience:

● Post Qualification experience of minimum 5 yrs with at least 2 yrs experience in managing Customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) (preferred), global e-commerce, etc. (Preferably-Customer Operations Performance Centre (COPC) certified organizations)
● Deep knowledge of contact centre fundamentals of Banking Financial Services and Insurance Sector (BFSI), service excellence, and client management
● Excellent communication skills, both written and verbal to manage international client communications (English and Hindi languages)
● Strong team management skills

● Post Qualification experience of minimum 5 yrs with at least 2 yrs experience in managing Customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) companies (preferred), global e-commerce, etc.
● Deep knowledge of contact centre fundamentals, service excellence, and client management
● Strong team management skills
● Data analysis
● Managing strong MIS / development of new Management Information System (MIS)
● Designing dashboards
● Troubleshooting
● IT service Management workflow configuration

● Post Qualification experience of minimum 5 yrs with at least 2 yrs experience in campaign management in the outbound BPO domain or in captive centre of Banking Financial Services and
Insurance Sector (BFSI) companies (preferred), global e commerce, etc.
● Deep knowledge of contact centre fundamentals, outbound Contact Centre efficacy, etc.
● Prior experience of Improving KPIs such as connect percentage, dial outs, etc.
● Strong team management and data driven skills
● Troubleshooting
● Hands on experience in configurations for Event management & Information Technology Infrastructure Library (ITIL) standards